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Line drops on telephone use

FIXED
D33_UK
Hooked
Posts: 6
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Registered: 3 weeks ago

Line drops on telephone use

Good morning. I’m a new customer with a newly installed line in a new build house.

 

initial connection was good and we could get a sync of 60 mbps at 7.5 db noise margin with 67 theoretical. I assume we got banded to 60 due to some electrical work knocking out the router a few times ( yes I should have turned off!j.

 


The problem I have is that something seems wrong in the set up or something has changed as now any use of the phone kills the connection and we are syncing down in the 40s. 

I have purchased two different faceplate splitter and plugged a filter direct into the master but in all cases any use of the phone kills the connect. Worse still if a caller leaves a message the signal decays over time until the noise margin drops below 2 and the line resets at a very low level. Only fixed by ringing 1571 and listening to the message

 

Can this get looked at please?

10 REPLIES 10
jab1
Seasoned Hero
Posts: 7,291
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Registered: ‎24-02-2012

Re: Line drops on telephone use

Welcome to the forums, @D33_UK . First thing to check - do you have a voice line problem - dial 17070 option 2 from a (preferably) corded phone - the ONLY thing you should hear is the periodic 'Quiet Line Test' message. ANY other noise on the line - report a phone fault.

John
D33_UK
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Registered: 3 weeks ago

Re: Line drops on telephone use

The line has a background crackle but surely that’s not the cause of the problem I’ve suffering? Or is this just the easiest way of getting an engineer to check?

 

Who do I report the noisy line to?

jab1
Seasoned Hero
Posts: 7,291
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Registered: ‎24-02-2012

Re: Line drops on telephone use

The noise you hear is the result/indication of the problem, yes. As I assume you have a phone/broadband contract with Plusnet, I suggest you complete the 'phone troubleshooter' referenced in this help topic: https://www.plus.net/help/phone/phone-line-troubleshooting/, which should automatically raise a report to Plusnet, who will report it to BT/OR for investigation.

John
BD
Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-04-2017

Re: Line drops on telephone use

Fix

Hi @D33_UK, thanks for getting in touch and I'm sorry to hear you're having connection and performance issues as of recent.
I have run tests on your line and we've detected an external line fault that more than likely will be behind your performance issues as of recent.

I have raised the fault up with our suppliers who have given us the estimated response time of 03/06/21 by 23:59. Keeping in mind this is the very latest a engineer would be out to investigate the issue and it could be resolved sooner.

I've raised a fault ticket on your account and placed it on hold until the morning of 04/06/21 so our faults team can check to see if your issue has been resolved however if you are still seeing issues by Friday morning and haven't heard from our faults team feel free to drop us a message on here and we'll happily chase this up for you.

The fault ticket I've raised on your account can be seen here.

 Ben Devine
 Plusnet Help Team
D33_UK
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Registered: 3 weeks ago

Re: Line drops on telephone use

Many thanks Ben

D33_UK
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Posts: 6
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Registered: 3 weeks ago

Re: Line drops on telephone use

Openreach engineers came today and tried to pinpoint the fault without success. To resolve they swapped me onto a new connection which is now quiet and inbound calls have no affect on the b/band. Unfortunately the sync speed has dropped to just under 60mbps @ 6db with the up sync down to 9mbps from 13.

BD
Plusnet Help Team
Plusnet Help Team
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Registered: ‎24-04-2017

Re: Line drops on telephone use

Hi @D33_UK, thanks for getting back to us and it's great to hear the engineers whilst out look to have located and resolved the issues you were having with your phone service.
I beleive this may have also resolved the performance issues you've been seeing with the speeds dropping into the 40's as currently when testing I can see we're getting 59.2Mbps download and 9Mbps upload to your router with no signs of errors or underlying issues being detected.

It looks like the engineer work may have triggered the reset of your line profile meaning the speeds may vary over the next 10 days or so until they should settle (hopefully to higher rates if you've received this before.)
Currently however, with your download reaching towards the higher end of the 44 - 62.2Mbps download estimate we have for your line (https://www.broadbandchecker.btwholesale.com) then I'm afraid there wouldn't be any thing we can do to progress speed issues further.

I hope this helps and please do let us know how it goes.

 Ben Devine
 Plusnet Help Team
D33_UK
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Registered: 3 weeks ago

Re: Line drops on telephone use

Hi Ben,

 

No worries on drop in syn+speeds. I’ll take stability over 10% of bandwidth no issue. 

Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Line drops on telephone use

Thanks for getting back to us @D33_UK 

Makes sense and no problem, let us know if there are further issues.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
D33_UK
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Registered: 3 weeks ago

Re: Line drops on telephone use

Just an update as I think it's interesting rather than a continuation of the issue.

 

The OR engineer obviously did reset the line as on day 2, 4 & 6 it dropped the downstream target noise margin by a dB. I'm now training at 69/9.5 at 3db down 6db up. The only surprise is that interleaving has stayed on, I thought that would have been removed first. DSL uptime is 2 days 9 hour(s) 17 minute(s) 48 seconds. Stats are:

 

TCM(Trellis Coded Modulation)
On
On
SNR Margin
2.9 dB
6.2 dB
Line Attenuation
21.0 dB
0.0 dB
Power
13.2 dBm
7.5 dBm
Path Mode
Interleaved
Fast Path
Interleave Depth
8
1
Data Rate
69158 Kbps
9543 Kbps
Max Rate
69450 Kbps
9558 Kbps
G.INP
On
Off
INP
57.00
0.00